Requisition Number: 97152
The Client Engagement Manager is responsible for leading client interaction and engagement within Insight’s Digital Innovation division. This includes leading regular interactions with clients, training the client on how to engage our services, analyzing and presenting data, acting as a point of escalation, partnering with operational teams on client concerns, recommending best practices, and working closely with the clients to ensure they are satisfied with their Insight experience. The primary goal of this position is to land and expand opportunities within a large or high potential clients growing services gross profit year over year and ensure the client receives a white-glove type of treatment. This role will collaborate with both the Client Executive and Delivery Manager to drive business outcomes and increase revenue opportunities.
What you’ll do at Insight
- Operate as a point of contact for all client matters (Project Manager is daily point of contact)
- Learn and understand the client’s business, priorities, market opportunities and challenges,
- Guide the client through thought leadership, innovation, and roadmap recommendations that align to their business plans and objectives and drive tangible, measurable value. Examples may include driving increased efficiencies, new revenue streams, increased market share, reduced time-to-market, and/or decreased operating costs.
- Research, analyze, record, communicate, and resolve all client escalations and concerns
- Create and manage client action plans in conjunction with internal teammates and leadership
- Create and manage client success plans with the client and internal leadership
- Collect, analyze, and present metrics and other success factors to clients and Insight leadership. This includes, but is not limited to, touchpoints related to Service, Governance and reactive client reviews and Client Success Plan reviews.
- Provide recommendations to clients to grow opportunities, trainings, accomplishment and success reports that drive adoption and foster expansion opportunities
- Understand Insight’s offerings, policies, and procedures to assist in day-to-day operations
- Recommend process improvements within client environments, as well as within Insight
- Develop measurable goals to track and trend results on client desired objectives
- Monitor internal operations to assure established processes, policies, and procedures are followed, timelines are met and actions are taken to promote client success
- Execute a strategic plan to optimize Insight and partner offerings within the client by seeking expansion opportunities with the Client Executive
- Meet billable goals on strategic client projects.
- Meet annual influenced revenue goal for identified clients.
- Performs all other duties as assigned
What you’ll need to join Insight
- Bachelor’s Degree required or equivalent work experience
- Minimum of 8+ years of IT industry experience required
- Minimum of 10+ years of experience working in a professional customer service facing role.
- Extensive knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Visio, Project)
- Experience with understanding and managing contracts
- Experience with Public Cloud, Software as a service, Data Center or Network technology are preferred.
- Must have exceptional communication skills (including written, oral, and presentation)
- Must be able to work independently and have the ability to exercise discretion and independent judgement with respect to matters of significance
The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
Posting Notes: Columbus || Ohio (US-OH) || United States (US) || Sales/Business Development || None || US - Columbus, OH ||
